Desk.com
4+

Screenshots

Description

Whether you're on the road or just in the conference room, the Desk app will help you stay on top of customer issues, collaborate with your team, and track and respond to cases. It's that easy and it's always safe and secure.

Use this completely redesigned Desk native app from your iPhone or iPad and never lose touch with your customers, even when you’re on the go.

Features:• Free app synced to your Desk site• Compatible with iPhone and iPad• View all of your customer inquiries • Check in on your support queues • Reply and resolve customer requests• Search for cases, companies or customers• Swipe to resolve cases• Add internal notes for only colleagues to see• Add quick replies and actions (called macros) to cases• Set case status and priority• Assign cases to agents and groups• Detailed customer information• Push notifications alert you about new cases

What’s New

Version History

3.3.3

May 23, 2017

- bug fixes and improvements

3.3.2

Dec 15, 2016

- Fixed a timestamp issue for Case Interactions and a crash which happens when a date custom field is tapped

- We also added support for Slide Over and Split View on iPad Air 2, iPad mini 4 and iPad Pro.- The app now requires iOS 8.2 or higher.

3.0.8

Nov 5, 2015

Fix for iOS 9.1 crashes.

3.0.7

Jul 10, 2015

Fixed bugs and crashes:- Log in error when domain name has capital letters.- Crash when switching from filter with small number of items on slow network connection.- Macro preview would scroll down when typing at the top of long reply cell.- Other miscellaneous fixes.

3.0.6

Jun 25, 2015

• Bug fixes and enhancements for custom roles and permissions

3.0.5

Jun 6, 2015

Stability improvements:• Fixes a bug where only one page of agents was being loaded on the assign screen• Fixes a bug where the sort order of agents was incorrect if an agent had a lowercase name• Fixes a bug where a case lock wasn't being released when cancelling macros• Fixes a bug in which pull-to-refresh was inadvertently disabled on the list of case filters• Fixes several crashes on the case list screen

3.0.4

May 17, 2015

• Bug fixes and stability improvements

3.0.3

May 6, 2015

• Fixes a display bug on the Customer Search screen• Fixes a bug where a case's assigned group is not displayed correctly• Fixes a bug with deselecting custom list field values

3.0.2

Apr 27, 2015

• Updates the look and feel of the customer and company profile screens• Adds support for default values in custom fields• Fixes performance issues with scrolling and loading on the case list screen

3.0.1

Apr 11, 2015

• Design tweaks on the case creation screens• Design tweaks on the case conversation screens• Fixes a bug that caused screen rotation to fail on iPad• Fixes a bug that allowed multiple list-based custom fields to be selected at once• Fixes display bugs on the macro preview screen

3.0.0

Apr 2, 2015

• You can now create Email, Phone, and Twitter cases in the app by tapping the plus button in the case list.• Fixes a bug in the reply keyboard for iPad running iOS 8 in landscape orientation• Fixes a bug with macro application

2.2.8

2.2.7

Jan 21, 2015

• Updated the icons in the case view’s bottom toolbar, including a new one to quickly access a customer's profile• For users that have logged into multiple sites, tapping on a push notification for a different site will now alert you and give you the choice to stay on the current site or switch• Numerous design tweaks• Fixed a bug that would occasionally cause the cloud spinner to show indefinitely after login

2.2.6

2.2.5

• View, preview, and share a case's attachments in the case details tab.• Fixes a bug that was causing the app to logout when tapping a push notification for a custom domain.

2.2.4

Nov 14, 2014

• We now display the logged in agent as 'Me' and always show it at the top of the list of agents.• Fixed a bug where disabled filters were not being removed from the list of filters.• Fixed a bug in which bulk updating case statuses would not update the display of those cases immediately.

2.2.3

Oct 22, 2014

• Fixes swipe to resolve• Fixes a crash that occurred on cases whose customers have no name• Fixes a display issue that was causing the "more messages" button to disappear on cases with only a single item in the conversation• Fixes bugs that were causing the app to crash and hang• Fixes memory leak when logging in and out of the app multiple times• Fixes a bug with iPhone 6 native support

2.2.2

Oct 12, 2014

• Native support for iPhone 6 and 6+• Support for editing custom fields on cases• Improved designs for customers without avatars• New read-only company profile (Company profile editing coming soon)• Improved performance when assigning groups and agents via the case details screen• We now show agents' real names instead of their public names• Fixed a bug with popovers on iOS 8• Fixed a bug with scrolling while typing long replies

2.2.0

Sep 12, 2014

• Bulk case updating - assign, change status, update labels on several cases at once• New macro workflow is easier to user and allows editing before applying the macro• Draft replies are now auto-saved while you are working on them• Improved inactivity timeout handling for flex and full-time agents• Fixed display issues happening in newer iOS versions• Fixed bugs

May 23, 2017

Version 3.3.3

- bug fixes and improvements

Ratings and Reviews

2.0 out of 5

6 Ratings

6 Ratings

Narwhalius
,07/02/2017

Good for basic ticket management, but lacking key features

Works ok for basic tasks such as replying and moving tickets around, but that's about it.

Our company has over 1000 labels and swiping down through most of them to find that one label is a major pain. Is there any chance we could get a search option for labels to speed that up?

Also, I have yet to find a way to merge tickets. Will that be added in a future release or am I missing the option somewhere?

Narwhalius
,07/02/2017

Good for basic ticket management, but lacking key features

Works ok for basic tasks such as replying and moving tickets around, but that's about it.

Our company has over 1000 labels and swiping down through most of them to find that one label is a major pain. Is there any chance we could get a search option for labels to speed that up?

Also, I have yet to find a way to merge tickets. Will that be added in a future release or am I missing the option somewhere?

gmngli
,06/06/2017

Tons of identical notifications

Can someone ever fix this bug of receiving multiple sane pieces of notifications at one time? Only one is quite enough, please. It sent 2 duplicated ones at first, now it's getting worse up to SIX. If not for the reason of work, I must have deleted this app.

gmngli
,06/06/2017

Tons of identical notifications

Can someone ever fix this bug of receiving multiple sane pieces of notifications at one time? Only one is quite enough, please. It sent 2 duplicated ones at first, now it's getting worse up to SIX. If not for the reason of work, I must have deleted this app.

Nicki8000
,04/27/2017

Great improvement

The recent update has been a very good improvement in many ways. Look and feel has been much improved and it seems stable from what I can tell so far. Two things I would really like to see is advanced search options as well as to be able to change customers and merge cases. Once these features become available on the app then it would be 5 stars as it then would be fully mobile without having to go back to the desktop version for certain tasks. Keep up the good work and I hope further updates are in the makings.

Update May1st of 2016:I was a little fast with my previous endorsement for the recent update. While I still like of it, I have experienced too many times when I have to close and reopen the app to actually load the content. It gets hung up often and requires closing and reopen. Still ok but not as good as it could be.Please fix!

Update - April 2017

I am missing further updates to the app. Improvements are coming too slow. Things such as being able to changing a customer/company, advanced search, etc are still missing and I'm hoping that there will be more focus on improving the app experience/functionality soon. Most people are on the go and rely on apps. Please make it a priority.

Thank you

Nicki8000
,04/27/2017

Great improvement

The recent update has been a very good improvement in many ways. Look and feel has been much improved and it seems stable from what I can tell so far. Two things I would really like to see is advanced search options as well as to be able to change customers and merge cases. Once these features become available on the app then it would be 5 stars as it then would be fully mobile without having to go back to the desktop version for certain tasks. Keep up the good work and I hope further updates are in the makings.

Update May1st of 2016:I was a little fast with my previous endorsement for the recent update. While I still like of it, I have experienced too many times when I have to close and reopen the app to actually load the content. It gets hung up often and requires closing and reopen. Still ok but not as good as it could be.Please fix!

Update - April 2017

I am missing further updates to the app. Improvements are coming too slow. Things such as being able to changing a customer/company, advanced search, etc are still missing and I'm hoping that there will be more focus on improving the app experience/functionality soon. Most people are on the go and rely on apps. Please make it a priority.